Service Desk Technician

Job Type: Contract through 2026

Job Pay: 18.50 - 20 hourly

We are looking for a Tier 1 Service Desk Contractor to provide first-level end-user support and incident diagnosis for applications, endpoints, and infrastructure. This role serves as a primary point of contact for end users, helping troubleshoot technical issues, fulfill service requests, document interactions, and coordinate incident resolution with other IT resources.

• Respond to incoming support interactions via phone.
• Fulfill incoming service requests.
• Diagnose and troubleshoot issues involving endpoint hardware, enterprise applications, locally installed software, and other standard IT technologies.
• Accurately document support interactions and resolutions using an IT Service Management (ITSM) tool.
• Escalate incidents appropriately and monitor resolution progress through completion.
• Keep the Service Desk team and management informed of new or ongoing support issues.
• Research issues when solutions are not immediately available by using ITSM resources, external knowledge bases, software manuals, and collaboration with team members.
• Continuously improve call handling, documentation quality, end-user experience, and resolution processes.
• Perform other related duties as assigned.

• High School Diploma or GED.
• Experience supporting and troubleshooting modern IT endpoint hardware and software.
• Ability to communicate technical information clearly to non-technical users.

• Experience providing remote support and troubleshooting for modern IT endpoint hardware and software.

Brooksource is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.